Passengers are required to be ready up to one (1) hour before their drop-off (appointment) time. For longer, cross-county trips, you may be required to be ready up to two (2) hours before your trip. For the return trip, the driver may arrive up to fifteen (15) minutes after your requested return pick-up time.

CATConnect is door-to-door transportation. If a passenger lives in an apartment building, adult care living facility, nursing home, or similar place that has a common lobby, the passenger is required to meet the driver in the lobby. The passengers are to be fully dressed and ready to board the vehicle. Drivers are not allowed to assist passengers in dressing. Drivers are not allowed to lift, carry or load passengers into their mobility devices (i.e., wheelchair, scooter, etc.). Passengers may board the vehicle either via lift, ramp or doorway. Drivers will assist riders when entering and leaving the vehicle. This includes offering a steady arm when walking, assisting in bringing the rider’s wheelchair or other mobility devices to and from the main door, or if requested, assisting with unlocking and/or opening a main entrance door of the building or residence. Drivers are not allowed to enter residences.

If the destination is in an office complex, hospital or has a common lobby, drivers will leave the passenger in the lobby.
CATConnect drivers are required to announce themselves and wait for passengers five (5) minutes after their scheduled pick-up time. If a passenger is not ready, the driver will then call dispatch to request permission to mark the trip as a no-show. If the trip is beginning at a residence, dispatch should then try to call the passenger. If the trip is beginning at a place other than a residence, the driver will have the passenger paged or attempt to locate the passenger. A no-show notice will be mailed to the passenger.